Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Accomplishments
Timeline
Generic

Tanasia Barren

Shawnee,KS

Summary

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.

Overview

13
13
years of professional experience

Work History

Senior Customer Experience Specialist

U.S. Bank
03.2022 - Current
  • Assist up to 60 customers each day in a fast-paced environment while consistently exceeding a 98% quality score.
  • Assist card members with questions regarding their credit card accounts.
  • File dispute and fraud claims.
  • Update claim information.
  • Process payments accurately according to company policies and procedures.
  • Help card members navigate through our online banking systems.
  • Identify customer needs, and offer solutions to enhance the customer experience.
  • Process balance transfers.
  • Collaborate with other departments to ensure quality service delivery for customers.
  • Use software such as Casper to update customer account information.
  • Develop strategies for increasing customer satisfaction scores over time.
  • Research account information when necessary to resolve customer issues quickly.
  • Maintain up-to-date knowledge of banking products and regulatory changes.
  • Handle escalated calls, and report complaints.
  • Provide technical support to customers and troubleshoot their queries.

Home Health Care Aide

Help at Home - Kankakee, IL
08.2021 - 03.2022
  • Assisted patients with daily activities such as bathing, dressing, and grooming.
  • Provided companionship for elderly or disabled clients by engaging in conversation, reading aloud, playing games, and other activities.
  • Performed light housekeeping duties including laundry, cleaning kitchen and bathroom areas, vacuuming carpets, sweeping floors, dusting furniture, and changing linens.
  • Prepared meals according to dietary requirements and assisted with feeding when necessary.
  • Maintained patient records detailing care provided on a daily basis.
  • Responded promptly to requests from patients for assistance with personal needs or comfort measures.
  • Maintained clean and well-organized environment for client happiness and safety.
  • Ran errands for clients and drove to appointments to maintain wellness and support daily living needs.

Customer Care Advocate

Alliance Data - Lenexa, KS
Lenexa, KS
01.2018 - 07.2021
  • I took inbound calls for retail credit cards.
  • Waived late fees.
  • Filed dispute claims and updated claim information.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Resolved customer complaints in a timely manner while maintaining high levels of customer satisfaction.
  • Used programs such as VCARS and Avaya to navigate through their accounts, collect information, and change information.
  • Consulted with customers to resolve billing issues.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Gathered customer feedback through surveys, and used the data to improve customer service.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable, and friendly service.
  • De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.

Resident Aide

Presence Health - Kankakee, IL
05.2017 - 11.2017
  • Worked front desk
  • I answered phone calls and took messages.
  • Completed med passes.
  • Assisted with meal preparation and feeding of residents as necessary.
  • Promptly answered call lights from residents seeking assistance or comfort needs.
  • Assisted residents with activities of daily living, such as bathing, and dressing.
  • Provided support to residents in the form of companionship, conversation, and emotional support.
  • Responded quickly to emergency situations, providing appropriate medical attention when needed.
  • Participated in recreational activities with residents to promote socialization and a positive environment.
  • Ensured that all safety protocols were followed at all times while on duty.
  • Performed light housekeeping duties, such as changing linens and tidying up common areas.
  • Encouraged participation in group activities, such as arts and crafts projects or music therapy sessions.
  • Monitored resident health and reported changes to nursing staff
  • Followed HIPAA.
  • Document any incidents, such as falls, spells, etc.

Cashier/Customer Service Rep

Walmart - Bourbonnais, IL
10.2015 - 05.2017
  • Greeted customers and answered any questions they had about the store's products and services.
  • Verified that customers were of legal age to purchase alcohol or tobacco products.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
  • Issued receipts, refunds, credits or change due to customers.
  • Processed returns and exchanges of merchandise in accordance with store policies.
  • Assisted customers over the phone regarding store operations, product information and order placement.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.

Shift Leader

Taco Johns - Kankakee, IL
01.2013 - 01.2015
  • Prepared food orders.
  • Counted inventory & documented everything using Microsoft programs such as Word and Excel.
  • Provided exceptional customer service and maintained a positive attitude throughout the shift.
  • Ensured staff was properly trained on all aspects of their job duties, including safety protocols.
  • Assisted in training new employees on shift operations.
  • Resolved customer complaints promptly and professionally.
  • Inspected food preparation areas to ensure proper sanitation standards were met at all times.
  • Confirmed accuracy of daily sales reports before submitting them to management for review.
  • Verified that cash drawers contained correct amounts of money during opening and closing shifts.
  • Supervised the cleaning of dining areas, restrooms, kitchen equipment, floors., in order to maintain a safe and sanitary environment for customers and staff alike.

Education

Associate's degree - Business Administration

Southern New Hampshire
05.2025

High school or equivalent -

Kankakee High School

Skills

  • caregiving
  • Patient care
  • Home care
  • Call center operations
  • Customer service excellence
  • Account updates
  • Training and mentoring
  • Proficient in Microsoft Works software
  • Quality assurance
  • Payment processing
  • Research and due diligence
  • Product knowledge
  • Data entry
  • Inbound and outbound calling
  • Complaint resolution
  • Information security
  • professional telephone demeanor
  • Medical terminology
  • Typing proficiency
  • Positive and professional
  • Prioritization
  • Payment processing
  • High-energy attitude
  • Documentation
  • active listening
  • Computer proficiency
  • Filing claims
  • Knowledge of credit cards
  • HIPAA compliance
  • Customer data confidentiality
  • Accuracy and compliance
  • Detail-oriented
  • Multitasking
  • Tracking complaints
  • Senior leadership support

Additional Information

I have healthcare experience plus 7+ years of experience with computers and it's software's, such as Microsoft Excel, Word, Outlook, and PowerPoint. I have 4+ years of experience using software's like VCARS, Casper, Lexis Nexis, Mainframe, Avaya and many more. I have used fax machines, copy machines, printers and landline telephones. I work well in stressful situations and adapt quickly to change.

Languages

English
Full Professional

Accomplishments

  • Received at least one or more promotions in all of my long term positions.

Timeline

Senior Customer Experience Specialist

U.S. Bank
03.2022 - Current

Home Health Care Aide

Help at Home - Kankakee, IL
08.2021 - 03.2022

Customer Care Advocate

Alliance Data - Lenexa, KS
01.2018 - 07.2021

Resident Aide

Presence Health - Kankakee, IL
05.2017 - 11.2017

Cashier/Customer Service Rep

Walmart - Bourbonnais, IL
10.2015 - 05.2017

Shift Leader

Taco Johns - Kankakee, IL
01.2013 - 01.2015

Associate's degree - Business Administration

Southern New Hampshire

High school or equivalent -

Kankakee High School

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Tanasia Barren